Case Study: Improving User Adoption Rate for PocketFM

Name: PocketFM
Industry: Mobile SaaS
Country: United Kingdom

About

PocketFM is a mobile work management solution for teams which offers the easiest way to manage and share work tickets with your team and field workers. Every day, thousands of maintenance & cleaning teams manage the buildings we all live, work and play in. PocketFM helps these teams coordinate activities, save time and improves their ability to deliver a great service.


Challenges

PocketFM's sales team was facing a challenge in onboarding their new users in a fast and efficient manner. New users would sign up but would fall off or lose interest during the onboarding process. Low user adoption is generally a lagging indicator of user interest and may be too late a stage to fix anything. The team had difficulty pinpointing the the less interested users from the more interested users. Also, large presentation files were sent as part of drip email campaigns to new users to help them understand the full workflow of the app. Sending large files as email attachments was not always the best way. There were issues surrounding email delivery, file formatting errors and just an overall inconvenience for the user to download such a large file to begin accessing it which reduced the open rates for those files.


Solution

Stuart, the CEO, was one of our solution's early adopters from our beta program and had given us several suggestions along the way. He was instrumental in succesful adoption of Salespatron solution within PocketFM's sales team. The team got instant open notifications on when their users were opening their files and reading through which slides the most. This helped them find out which new users were actively reading through the documentation and which users had lost interest ultimately helping the team to customize their follow-up approach with the two sets of users. The users who had lost interest were asked if there facing any issues following the onboarding process and if they needed help. On the other hand, the users who showed interest were actively followed-up to help them get maximum benefit from the tool.




Stuart Ruthven
CEO, PocketFM
"Salespatron came along just at the right time for us. We needed a solution to help manage large presentation files that were regularly emailed out as part of our new user on boarding and drip campaigns. It was really valuable to see who was opening files and when so that we could follow up with the most active users."


Result

PocketFM saw an almost immediate improvement by 30% in their new user adoption rates alongwith the email delivery rates. More salespeople at PocketFM were happy with the new improved process and the insights they were getting on the prospect engagement. Stuart, on the other hand, got great insights into how his team's onboarding performance was coming along through the manager dashboard telling him how many documents were sent and how many were opened and engaged with deeply.

What our clients say

"We were approached by Salespatron a few months back and initially we were skeptical of the benefits provided by such a solution, but Salespatron's team was quite supportive during the trial and initial implementation rollout to our BD team and helped with any and all queries ensuring our team gets the maximum benefit from the tool. The insights from the tool are unlike any other we have seen."   Read more
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Rahul Bhargava
Founding Partner, PurpleCrest LLP
"Salespatron came along just at the right time for us. We needed a solution to help manage large presentation files that were regularly emailed out as part of our new user on boarding and drip campaigns. It was really valuable to see who was opening files and when so that we could follow up with the most active users."   Read more
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Stuart Ruthven
CEO, PocketFM
"BizPartner has been working with Salespatron for a long time, and it is one of the most important partners for the company. It is very easy to implement it and the sales results are visible very fast"   Read more
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Paula Jaskova
Business Development Manager, BizPartner

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